a
GUIDE
to everything Girl Scout
SERVICE UNIT LEAD TEAMS
need to know
© 2018 by Girl Scouts of Kansas Heartland
THANK you!
On behalf of Girl Scouts of Kansas Heartland, I would like to express our sincere appreciation and gratitude. The role of Service Unit Lead team member is a big one, and your leadership is essential to a healthy Girl Scout program in your community. You have been appointed because we are confident in your skills, dedication, and enthusiasm for our mission to build girls of courage, confidence, and character, who make the world a better place. It’s a big job, but have no fear – we will be with you every step of the way! Your Volunteer Development and Volunteer Support Specialists, will work closely with you to develop and maintain a supportive partnership. I hope you find this guide to be a helpful tool as you learn about your role and plan your year. Feel free to read through it now, or scan through it to use as a reference later. If you have questions come up as you review the guide, we are always happy to hear from you at info@gskh.org or call us at 888-686-MINT (6468). Thanks again, it’s going to be a great year!
Yours in Girl Scouting,
GSKH Volunteer Support Team
VOLUNTEERS ROCK! | 3
Table
of Contents Section 1: Introduction
Mission, Promise, and Law Girl Scouts of Kansas Heartland Council Map My Vision Service Unit Manager Position Overview Girl Scout Year At-a-Glance It’s a Partnership! Working With Your Volunteer Support Specialist Girl Scout Programs & Events
Section 2: Managing the Service Unit
Service Unit Overview Service Unit Structure Recruiting Your Team Service Unit Lead Team Positions & Descriptions Service Unit Guidelines Facilitating Communications Communications from Kansas Heartland Managing Your Leader Meetings Service Unit Agenda Template Service Unit Bank Accounts Managing the Accounts Delegating Tips Conflict Resolution
Section 3: Supporting Volunteers New Troop Leader Resources Council Resources Volunteer Appreciation
Glossary
Girl Scout and Council Terms
4 | TABLE OF CONTENTS
5 6 7 8 9 10 11
12 13 14 15-18 19 20 21 22 23 24 25 26 27
28 29 30
32
Girl Scout Mission, Promise, and Law Our Mission
Girl Scouts builds girls of courage, confidence, and character, who make the world a better place.
Girl Scout Promise
On my honor, I will try: To serve God* and my country, To help people at all times, And to live by the Girl Scout Law. * Members may substitute for the word “God� in accordance with their own spiritual beliefs.
Girl Scout Law
I will do my best to be honest and fair, friendly and helpful, considerate and caring, courageous and strong, and responsible for what I say and do, and to respect myself and others, respect authority, use resources wisely, make the world a better place, and be a sister to every Girl Scout.
Girl Scout Slogan Do a good turn daily.
Girl Scout Motto Be prepared.
Three Keys to Leadership
Discover, Connect, and Take Action.
Three Processes
Girl-led, Learning by Doing, Cooperative Learning
INTRODUCTION | 5
Girl Scouts of Kansas Heartland Map Girl Scouts of Kansas Heartland serves more than 11,700 members in 80 Kansas counties. Visit our locations below including offices and shops.
Cheyenne
Rawlins
Sherman
Thomas
Decatur
Sheridan
Norton
Phillips
Smith
Jewell
Graham
Rooks
Osborne
Mitchell
Trego
Ellis
Russell
Republic
Cloud
Ottawa Lincoln Wallace
Logan
Gove
HAYS Greeley
Wichita
Scott
Lane
Ness
Rush
Dickinson Saline Ellsworth
SALINA
Barton McPherson
Rice
Morris
Marion
EMPORIA
Pawnee Hamilton
Kearny
Finney
Hodgeman
Stafford
GARDEN CITY Stanton
Grant
Ford Haskell
Stevens
Seward
Pratt
Clark
STARWOODS
Barber Comanche
GSKH Council
6 | INTRODUCTION
Reno
FOUR WINDS
Butler
Sumner
WICHITA
Coffey
Greenwood
Woodson
Allen
Wilson
Neosho
Elk
Cowley Montgomery
Harper
* Regional Office
DOUBLE E
Sedgwick
Kingman
Kiowa
Meade Morton
Edwards
Chase
Harvey Grey
Osage Lyon
Chautauqua
Camp Property
Labette
My Vision Evaluate and reflect on what you’re thinking, feeling, and most excited for.
As a Service Unit Manager, what are you most excited about this year?
Any hesitations?
R e v is it t his pa t h e e n d o f t g e at h e y ea r t o loo k ba ck a n d ce le b rat e y o u r a c co m p li s h m e nt s.
Are there any changes you hope to make in your Service Unit? If yes, what? Who can help you?
What are your goals for the year?
What are the challenges and strengths specific to your Service Unit?
Any questions for your Volunteer Support Specialist?
INTRODUCTION | 7
Service Unit Manager Position Overview
Service Unit Managers (like you!) provide the leadership and management of an assigned geographic area, ensuring the support of girl and adult membership and delivery of the Girl Scout Leadership Experience. You’ll lead a team of volunteers who provide support, communication and guidance to troop leaders in a geographic area. To get you started on planning your year, here’s a list of responsibilities and a checklist of to-do’s to get your Service Unit up and running for the year ahead!
Key Responsibilities: • • • •
• • • • • • • • •
All bo ld te rm s d ef in ed in Glo ss ar y, se e pa ge 32.
Attend monthly SU Scoop phone/video conference provided by the council. Share important Girl Scout information from the SU Scoop to members of the Service Unit. Communicate regularly with council staff as necessary. Plan, organize and facilitate the work of the Service Unit which includes: ⇨ Secure location and set up the meeting space ⇨ Prepare agenda and preside over the meetings ⇨ Hold Lead Team members accountable for commitments With the Finance Coordinator and Finance Committee, manage the SU funds according to the guidelines set forth by the Service Unit volunteers. Work with the council to recruit and maintain a full Service Unit Lead Team roster. Recognize and acknowledge the work of Service Unit Lead Team and volunteers within the unit. Work closely with the Volunteer Support Specialist to accomplish goals of the Service Unit. In collaboration with the Service Unit volunteers, review and update the Service Unit Guidelines annually. Encourage all volunteers to complete necessary training for their positions. Have a valid email address that can be shared with others (for Girl Scout related business). Maintain positive relationships with staff, Service Unit team, parents, troop leaders and community partners. Promote and support Service Unit events, recruitment, Fall Opportunity Sale, and the Cookie Program.
August–October
Secure and confirm meeting space and time for all upcoming leader meetings. Welcome new volunteers to the Service Unit. Support recruitment efforts as needed. Recruit for open Service Unit positions if needed. Highlight/observe Juliette Gordon Low’s Birthday (Oct. 31)
Set Serv ice Unit goa ls and revie w guid elin es. 8 | INTRODUCTION
November–February
Promote and ensure that all troops know about Cookie Kickoffs. Promote troop participation in Festival of Giving. Highlight/observe World Thinking Day (February 22).
March–July
Highlight/observe Girl Scouts’ Birthday (March 12). Highlight/observe National Volunteer Month (April)/Girl Scout Leader Day (April 22).
Identify & recruit for team positions for upcoming year. Promote membership renewals at SU meetings. Celebrate success! Hold a Service Unit Court of Awards/Bridging ceremony if possible. Hold an evaluation and planning meeting with team/volunteers/ Kansas Heartland staff. Ensure treasurer submits the Service Unit Finance Summary by June 15.
Prom ote and encourag e coun cil Early Ren ewa l effo rts at Serv ice Unit meeting s.
Girl Scout Year August
• We’re gearing up for the new year by forming new troops, recruiting volunteers and girls, and planning all the fun things in store for the upcoming membership year
At-a-Glance September
• Get ready for a great Girl Scout year • IGNITE workshops
October
• Our new Girl Scout year officially begins Oct. 1st • Fall Opportunity Sale • Founder’s Day: Oct. 31 (Honors Juliette Gordon Low’s birthday)
• Set goals and review guidelines
November
• Fall Opportunity Sale
• See & Sell Holiday Market • Festival of Giving
February
• Cookie Season begins and lasts for six weeks • World Thinking Day: Feb. 22
December
• Preparation begins for our annual Girl Scout Cookie Program
March
• Girl Scout Week includes: ⇨⇨ Girl Scout birthday: Mar. 12 ⇨⇨ Girl Scout Sunday and Girl Scout Sabbath • Cookie Program ends
May
• Bridging ceremonies • Summer Camp activities begin • Early Renewal
June
• SU Finance Summaries due June 15 • Troop Finance Summaries due June 15
January
• Training for Girl Scout Cookie Program
April
• Volunteer Appreciation Month • Kansas Heartland Annual Meeting and Volunteer Appreciation Breakfast • Girl Scout Leader’s Day: Apr. 22
July
• Fall Recruitment begins
INTRODUCTION | 9
It’s a Partnership!
Working With Your Volunteer Support Staff Your Volunteer Development and Volunteer Support Specialist is responsible for the support of Girl Scout members and programs in assigned communities of the council’s jurisdiction. This is done in partnership with Service Unit Managers and members of our Service Unit Lead Team. Developing a partnership with your Volunteer Support Specialist: 1.
Build Trust. One person may develop trust by just having a friendly conversation with someone, while another person may need more time to evolve to this level. As a volunteer Service Unit Lead Team member, you should bring a positive attitude, leadership knowledge, skills, and experience to enhance and add value to the partnership! (We promise to do the same!)
2.
Set goals and expectations. Goal-setting is helpful in determining realistic responsibilities of both partners. What do we expect from you? What do you expect from us? It’s important we have a clear understanding on both sides so we can support each other as we work to achieve our goals for the Service Unit.
3.
Communicate opening and frequently. A successful partnership has open and frequent communication. Communication can be in the form of telephone calls, email, or setting appointments for personal visits, but it is important that communication occurs regularly. Developing clear expectations and standards for communication will not only provide support to you in your role, but will keep you in the know about council information. • Make sure you discuss any conflicts and/or issues facing the Service Unit. • Identify areas for growth with your Volunteer Support Specialist. • Identify needs of additional support with your Volunteer Support Specialist. • Don’t forget to share the Service Unit’s successes with Girl Scouts of Kansas Heartland via Facebook or an email to your Volunteer Support Specialist. (We love to hear how things are going!)
10 | INTRODUCTION
Girl Scout Programs and Events The National Program Portfolio
The National Program Portfolio has two main parts – the National Leadership Journeys and The Girl’s Guide to Girl Scouting. The National Program Portfolio is designed to help girls develop as leaders and build confidence by learning new skills and ensures that Girl Scouts at every program grade level are sharing a powerful, national experience – girls together changing the world! There are several different Journey series: • It’s Your Story – Tell It! • It’s Your Planet – Love it! • It’s Your World – Change It! • Think Like a Programmer • Think Like an Engineer • Think Like a Citizen Scientist • Outdoor The Girl’s Guide to Girl Scouting is where girls (and adults) can find exciting Badges, information and bridging, Highest Awards, Girl Scout history, traditions, and much more. Some curriculum have printed books and adult guides; all have electronic resources available for free in the Volunteer Toolkit.
include: community-wide service projects, summer day camps, family events, cookie kickoffs, World Thinking Day celebrations and more! Training, forms, program planning guides, and support are offered by the council.
Council Programs
Kansas Heartland offers a wide variety of programs and events that enrich girls’ experiences in Girl Scouting. Programs and events are listed on the council website (kansasgirlscouts.org) and are updated regularly. Troop leaders are also informed of special programs and promotions via email and Facebook updates. Programs, activities, and Badge or Fun Patch earning events include: • Product sales program (Fall Opportunity Sale and Cookie Programs) • Program on Demand (POD) • Girl Scout Camp: Day, Troop and Resident Camps • Science, Technology, Engineering, and Math (STEM) events • Community programs and resources • Outdoor programs and activities
Service Unit Programs and Events
• Girl Scout travel opportunities
Your Service Unit can plan programs annually for girls and their families. Service Unit Event Coordinators work in conjunction with Girl Experience staff members to plan and implement these programs. All events and activities should fit into standards of good programming, focused on the Girl Scout Leadership Experience, and Safety Activity Checkpoints should be followed. Service Unit programs and events help girls see beyond the troop and connect with other girls and adults in their communities. Events commonly hosted by Service Units
INTRODUCTION | 11
Service Unit Overview Each Girl Scout is part of a local Service Unit, a geographically-based division of Girl Scouts of Kansas Heartland. Service Units are regions, managed by teams of councilappointed volunteer leadership. Service Unit Lead Teams provide critical local support to troop leaders, girls, and families! They also help:
Girl Scout Members Troops
• Form new troops each year • Provide direct support to girls and adults • Educate the community about the benefits of Girl Scouting where girls can find their inner G.I.R.L. (Go-getter, Innovator, Risk-taker, Leader) TM • Act as a communication center for Girl Scouts
Service Units
Girl Scouts of Kansas Heartland is made up of 23 Service Units. Service Units are led by experienced and dedicated volunteers who support and serve girls. Service Unit volunteers are super helpful and often have so much Girl Scout knowledge to share!
Girl Scouts Kansas Heartland (Council)
Girl Scouts of the U.S.A.
W.A.G.G.G.S. (World Association of Girl Guides and Girl Scouts)
12 | MANAGING THE SERVICE UNIT
Service Unit Structure Your Service Unit is led by a team of volunteers who support troop leaders and are passionate about building courage, confidence and character in girls! Here’s a list of Service Unit roles: Finance Coordinator Volunteer Support Manager (staff) Finance Committee Members Volunteer Development Specialist (staff)
Troop Leaders
Girls
Communications Coordinator Volunteer Support Specialist (staff) Event Coordinators
Service Unit Manager
Product Sales Organizer(s)
Each tea m is uni que! Some units may have four F inance Committee Members while others may have two. A larger Service Unit may have eight Commu nity Coordin ators while a smaller one may only have three.
Community Coordinators
MANAGING THE SERVICE UNIT | 13
Recruiting Your Team
We know you r ent hus iasm will sell Girl Scoutin g!
Service Unit Lead Teams thrive when there is a committed and diverse pool of adults to be considered for positions. It’s important to identify individuals who understand and can commit to fulfilling the Service Unit Lead Team position requirements. To get you started, here are some tips on recruiting superstar volunteers.
Familiarize yourself with the requirements needed for each of the volunteer positions.
Observe the skills and abilities of others as they work in the Service Unit.
Consider the skills an individual may want to develop that could apply in their career.
? ALUMNA
PARENT
Make a personal request with a specific job in mind.
FORMER LEADER
Consider recruiting former troop leaders, lifetime members, alumnae, and community members.
r Serv ice Unit Lea d Tea m and Som etim es, you will have ope n position s in you d. Never fear - you r Volu ntee r ma y need help gett ing tho se volu ntee r role s fille m mem bers! The y’ ll help guid e Support Spe cialist will help you recruit new tea you adv ice alon g the way. and support you r sea rch for volu ntee rs and give 14 | MANAGING THE SERVICE UNIT
Be honest about the time commitment that the position will require.
Service Unit Lead Team Positions
Trai ning for position s are ava ilable onli ne.
Service Unit volunteers are dedicated volunteers who are working to build the Girl Scout Leadership Experience in your community. See page 8 for the Service Unit Manager description and below for the remaining 6 Service Unit positions.
FINANCE COORDINATOR This person provides general oversight and management of all Service Unit finances. She/he is a knowledgeable and encouraging source of guidance, support and reassurance to members of the Service Unit regarding all relevant financial matters. She/he will: Complete Financial Management training provided by the council.
Remit payment for Service Unit Fund Requests as per the Service Unit Guidelines.
Work in collaboration with the Service Unit Manager to maintain the Service Unit account, keeping financial records and receipts and balancing each month.
Consult with members of the Finance Committee before writing checks that are not in the guidelines or approved at Service Unit meetings.
Provide a Service Unit financial report at all Service Unit meetings. Ensure that the Service Unit bank account is set up in accordance with Kansas Heartland financial policies and that the signers on the account have all completed the Financial Management training.
Mentor troop treasurers.
Review and understand the Service Unit guidelines.
Encourage on-time completion of Troop Finance Summaries from all troops within the Service Unit. Submit Service Unit Finance Summary by June 15. Assist with other financial-related duties as assigned by the Service Unit Manager or Kansas Heartland staff.
FINANCE COMMITTEE MEMBERS
Service Unit Finance Committee is made up of 3-4 individuals that com e from different communities/counties of the Serv ice Unit. These individuals offer supp ort and input to the Service Unit Finance Coordinator on Service Unit expenditures. Those serv ing in this role will: Complete Financial Management training provided by the council. Offer input when requested by the Service Unit Finance Coordinator to determin e approved expenditures for the Serv ice Unit.
Assist with annual updates to the Service Unit Guidelines and the SU budget process. Adhere to the rules set forth in the Service Unit Guidelines.
MANAGING THE SERVICE UNIT | 15
Communications Coordinator This person enhances communication within the Servic e Unit through two-way communication using social media, email, phone, and text messaging. She/he is responsible for documenting conversation and decisions made at Service Unit meetings and provides support to the Service Unit Manager and SU LEAD Team. She/he will: Attend training provided by the council. Communicate regularly with Girl Scouts of Kansas Heartland staff. Attend and document the minutes at each Service Unit meeting and then distribute them to the volunteers within the unit within 5 business days following the meeting. Communicate the meeting date, time, location using social media, email, text messaging.
Work in collaboration with the Service Unit Manager to promote Girl Scouts and Service Unit within the community. Submit your Service Unit’s stories and happenings throughout the year, on the Facebook group page, in local news or through our website forms - Share Your Girl Scout News. Promote and support Service Unit events, recruitment, Fall Opportunity Sale, and the Cookie Program.
Event Coordinator People in this position enthusiastically facilitate and coordinate fun and exciting Service Unit programs and events within the Service Unit and/or for girls across the council using the GSLE (Girl Scout Leadership Experience). Coordinators will: Complete Financial Management and SafetyWise Introduction to Troop Management training provided by the council. Maintain positive relationships with Girl Scouts of Kansas Heartland staff, Service Unit members, troop leaders, and community partners. Follow all Girl Scouts of the USA and Girl Scouts of Kansas Heartland policies, standards and procedures as found in Volunteer Essentials, Safety Activity Checkpoints, and the Event Appendix.
16 | MANAGING THE SERVICE UNIT
Design programs that support GSUSA program pillars of outdoor experiences, STEM, entrepreneurship, and healthy living. Work with other event committee members and the Service Unit Manager to prepare and submit Event Application in a timely manner to the Girl Experience staff at Kansas Heartland.
Coordinate and/or support all events held within the Service Unit, either by direct planning or by supervising and supporting other event volunteers. Follow safety, risk management, adherence to policies, and make sure events/programs have a connection to Girl Scout Leadership Experience (GSLE) outcomes. Ensure events are planned and implemented utilizing the Event Appendix. Involve your Service Unit Finance Coordinator in all financial aspects of events and submit a Service Unit Fund Request Form at least 3 weeks prior to purchase of materials for the event. Encourage troop leaders to participate in Service Unit and council-sponsored events. Work with the Service Unit Communication Coordinator to help promote the event.
Community Coordinators People in this position share their Girl Scout knowledge and provide support to both new and seasoned volunteers in their community. She/he generates excitement, assists with recruitment, formation of new troops, and is direct support for troop leaders within their community. Work with Membership Recruitment staff to organize and carry out recruitment events to meet recruitment goals for the Service Unit, including recruitment of both girls and volunteers. Assist in the formation of new troops, which may include leading or assisting with their first parent and/or troop meeting. Work with Volunteer Support staff to mentor and/or provide experienced mentors for new Troop Leaders. Attend training opportunities provided by the council. Provide assistance and maintain contact with Troop Leaders (new and experienced) within the community, including regular communication via phone and email to touch base, answer questions, provide support and guidance, trouble shoot, and otherwise assist troops as needed on issues related to the troop experience and the Girl Scout Leadership Experience (GSLE). Encourage Troop Leaders to attend and participate in Service Unit meetings and activities. Stay informed of current and updated troop organization and council policies, procedures and guidelines, including Volunteer Essentials and Safety Activity Checkpoints. Recognize the efforts of local troop volunteers through recognition at SU meetings, a thank you card, or other appreciation efforts. Encourage nominations for and participation in Volunteer Awards and Annual Meeting, including recognition of community partners.
MANAGING THE SERVICE UNIT | 17
Product Sales Organizer(s)
Fall Opportunity Sale & Cookie Program
NOTE: This position can be divided between two volunt eers – one volunteer for the Fall Opportunity Sale and another volunteer for the Cookie Program. A Service Unit Product Sales Organizer (SUPSO) is respon sible for product programs for all pathways within the Service Unit area. Responsibilities include attending training, ensuring Troop volunteers are trained, NEW Troop/Volunteer mento rship, material distribution, reviewing product/recognition orders, coordination of product delivery, and recognition distribution. Key responsibilities include: Attend training provided by the council. Ensure that Troop Product Program Managers (TPPM) receive ALL required trainings and materials, and have submitted the signed Troop Manag er Agreement and ACH Debit Form to the Girl Scout Office. Mentor and/or provide experienced mentors for new TPPM/Troops. Provide assistance and maintain contact with each TPPM throughout the sale, including regular communication, via phone and email, to touch base, answer questions, provide support and guidance, trouble shoot, and otherwise assist troops as needed. Remind TPPM’s of important dates and deadlines throug hout the sale, i.e.; order due dates, booth selections, promotions, audits, etc. Have a working knowledge of the processes and resour ces for the Juliette Product Sale Program within the Service Unit/council. Coordinate delivery sites within the Service Unit and be available to accept delivery of the products if necessary. This includes coordinating locatio n and person(s) to meet delivery of the product by the due date. (see Delivery Site Coordi nator description) Distribute the products to the TPPM in a timely manne r. Distribute the girl recognitions to the TPPM in a timely manner.
18 | MANAGING THE SERVICE UNIT
SERVICE UNIT GUIDELINES Each Service Unit is unique in the number of troops it serves, the volunteer experience levels, and the activities it hosts. However, all units should have guidelines regarding term limits per positions, the voting process, finance usage, supplies and equipment, etc. These will be the framework for the use of Service Unit funds and other things related to the Girl Scout Mission within the Service Unit. They should be reviewed and elected on in October of each year.
Here is a sample SU guideline: • Appointment/Reappointment Criteria – must be a registered member, accept and support the Girl Scout Promise and Law, have an approved criminal background check (conducted every three years), agree to fulfill the responsibilities of the volunteer position and have a satisfactory performance overall. • Service Unit Money – this should benefit the entire Service Unit, not individual troops or communities. A Service Unit Fund Request Form must always be used when requesting funds from the Service Unit. The SU Finance Coordinator and Finance Committee will distribute funds only as outlined in these guidelines and/or voted on at a SU meeting. • Party Fun – each town is eligible for up to $75 per year. These funds may be used towards a cookie kickoff party, leader appreciation dinner, awards ceremony, etc. You’ll work with ALL troop volunteers within your community to determine what party you’ll request these funds for so that all troops/girls/leaders benefit from the party. • Bridging/Investiture/Court of Awards – each community is eligible for $50.00 per year. Work with ALL troop volunteers within your community when planning this activity. If individual troops hold their own, this $50.00 can be requested and then divided amongst the troops in that community. • New Troop Start Up Funds – New troops can request a start-up loan in the amount of $100. This loan will be paid back to the SU account upon deposit of the FOS proceeds or Cookie Sale proceeds but no later than April 1 following cookie sale. • New Troop Kits – New troops will receive a New Troop Kit which includes an assortment of basic supplies,
e.g. box of crayons, a ream of paper, 6 pairs of scissors, a box of markers, etc. • Event Reimbursements – The SU Event Coordinator will request the funds required to host the event at least 3 weeks prior to the event. In some cases, these funds are needed several weeks or months in advance. The coordinator will deposit this check into a troop account and use that account to purchase materials, will keep all receipts and within 10 days following the event, will return all receipts and left over funds to the SU Finance Coordinator. If additional funds are required, a separate SU Fund Request Form will be submitted and the same process will ensue.
Other items that can be added in (include but
are not limited to):
• If the troops within the SU all share the same meeting space, are there rules related to this? Is there a fee to rent this space? Cleaning and replenishing requirements? • Is there SU equipment that is available for checkout? How is that handled? • Will there be an adult recognition within the SU and if so, is there a guideline needed for that? • Does the SU agree to pay for SU members to attend IGNITE registration fees? • Will the SU provide a string of pearls for leaders who meet these requirements? ⇨ serving for 10 or more years ⇨ leadership in four or more levels of Girl Scouting ⇨ one or more graduating high school senior in the troop
MANAGING THE SERVICE UNIT | 19
Facilitating Communications Communication is the key to Service Unit success. As lives become busier and technology advances, individual volunteers may have different preferred communication methods. That’s why it’s important that Service Unit Managers keep the lines of communication open and utilize text, email, Facebook, or whatever works best for your team. Find out how your troop leaders want to be communicated with and use that method. This might mean you use several methods to get one point across. While the Service Unit Manager and Communications Coordinator hold the responsibility for facilitating communication, each Lead Team member is responsible for creating an environment that allows all volunteers’ voices to be heard. And don’t forget, Kansas Heartland staff is here to help. We have resources available, and we’re just a phone call away if you need personal support. What does good communication look like in the Service Unit? • There should be a forum for open discussion. • Volunteers are allowed to share successes and challenges. • Diverse viewpoints are expressed and valued. Let volunteers know what to expect from you and the team members: • Explain your role as a Service Unit Manager and the role of each Lead Team member. • Identify who the volunteers can go to for help if they have questions. • Discuss frequency/importance of Lead Team and Service Unit meetings. • Let them know your Service Unit’s current method of communication. Be aware of the needs of volunteers: • Recognize what motivates volunteers (it’s not the same for everyone). • New leaders may feel isolated or overwhelmed. Provide support. • Experienced volunteers may be looking for new opportunities for sharing their leadership skills. Encourage and help them to broaden their interests. Be available when you are needed: • Listen actively. • Offer advice in a supportive manner. • If you don’t know the answer to the question, let the volunteer know that you’ll search for an answer and tell them as soon as possible. (You can always give Kansas Heartland a call if you have questions). Address conflict: • Address conflicts immediately when presented by team members. • Contact your Volunteer Support Specialist for guidance and support. • Your role as a Service Unit Manager and/or SU Lead Team member is to be impartial when presented with conflicts and be able to give and handle constructive feedback.
20 | MANAGING THE SERVICE UNIT
Communications From Kansas Heartland You’ll receive communications from your Volunteer Support Specialist throughout the year, but Kansas Heartland also sends out a couple of audience-specific newsletters to our members and volunteers. These documents are filled with updates, resources, and exciting opportunities. Below are the email services we send out including the audience and frequency.
Blazing Trails – sent via email to parents/guardians of Girl Scouts on the third week of the month.
Cont act us if you r volu ntee rs aren ’t rece ivin g ema ils pert aini ng to thei r role. We don ’t want them to miss out!
gskh
LeadHer – sent via email to troop volunteers and Service Unit Managers on the first week of the month.
SU Scoop – shared with Service Unit Managers on the fourth Monday of the month.
MANAGING THE SERVICE UNIT | 21
Managing Your Leader Meetings
Make them great and keep leaders coming back Most Service Units host in-person meetings for team members and troop leaders throughout the program year. Service Units can meet monthly, every other month, quarterly – it’s up to you and your team to determine a frequency that works best for your Service Unit! Service Unit meetings are a valuable opportunity to share updates, generate ideas, and build relationships.
Arrange for a meeting space:
• School, church, community building or a business with a large room. • Coordinate with Service Unit team members to select a meeting day and time. • Suggested meeting length is 1 to 1.5 hours or if only meeting quarterly, maybe 2 hours. • Arrange chairs/tables so that everyone can see.
Work Together to Set the Agenda:
• Solicit topics to be discussed from team members or from business at previous years’ meetings. • Determine best order of topics and how much time is needed. • Conduct meetings in an efficient manner with a defined timeline. • Ensure that team members are connected with each other and are empowered to deliver presentations and make informed decisions.
Pro ti p!
Us e the pro vid ed ag en da fra me wo rk on the next pa ge.
Call the Meeting:
Use the simplest method – email, social media, or phone. Setting a standard date and time is beneficial in establishing regular attendance. • Make arrangements if equipment is needed (projector, markers, laptop, screen, etc.) • Allot time for open floor discussions.
Set the Climate:
• Greet volunteers as they arrive (and try to say “goodbye” when they leave). • Make sure to acknowledge new volunteers in the room. • Make sure all necessary handouts are present.
Conduct the Meeting: • • • • • • • • • •
Start on time. Adhere to the agenda. Limit sidebar conversations. Guide discussion. Summarize the commitments reached. Develop rapport. Don’t read to them. Keep it short. Speak clearly (vary your speed/pitch, don’t rush). Have Lead Team members present, involve the audience if possible. • Smile and look at your audience. • Have fun! Play games. • End on time.
Rem ember! A successf ul meeting shou ld incl ude: tea m and skill buil ding and task com plet ion. 22 | MANAGING THE SERVICE UNIT
Service Unit Agenda Month
Year
We’ ll send you an agenda template in each monthly SU Scoop.
Opening / Ice Breaker Activity
Introductions & Acknowledgements
LEAD Team Reports — Treasury, Minutes, Updates and Deadlines Updates from Kansas Heartland — Volunteer Support Specialist or SU Manager
Service Unit Updates — old business
Upcoming SU Events — new business
Enrichment Activity — Craft, development, game, networking, etc.
Commitments Review / Closing
MANAGING THE SERVICE UNIT | 23
Service Unit Bank Accounts Each Service Unit must have a checking account. This account must be used solely in support of the Girl Scout program. If the Service Unit does not have a checking account or a decision has been made to open a new account to merge all former Service Unit monies into, work with your Volunteer Support Specialist and Customer Care Specialist to establish a new account. • There must be at least two authorized signers and one council designee on each account. None of the signers are related to each other. These signers may include, but are not limited to, the Service Unit Manager/Service Unit Finance Coordinator. • All signers on the account must complete the Financial Management training videos/quiz.
For detailed policie s an d gu ide lin es about fin an ces, refer to Vo luntee r Essentia ls at:
/ kansasgirlscouts.org/en rfor-volunteers/voluntee resources.html
• All volunteers that handle money must be currently registered Girl Scout members and have successfully completed the criminal background check. • Service Unit bank accounts and the funds therein are subject to being randomly audited by Girl Scouts of Kansas Heartland. • Service Unit funds can be used for expenses as outlined in the SU Guidelines. Expenses could include: troop start-up funds, SU events, recruitment, community service projects, financial aid, administrative costs such as postage, copies, etc., volunteer recognition and more. Council Membership Recruiters may request the use of funds for recruitment and startup of troops in areas where girls are underserved. • Requests for funds from Service Unit accounts should only be made using the Service Unit Fund Request Form and other appropriate support documentation and receipts. • The annual Service Unit Finance Summary, accompanied by a copy of the most recent banking statement, must be submitted online by June 15. Your Volunteer Support Specialist will forward this form to the Service Unit Finance Coordinator in early May. These reports are reviewed by council staff. • The Service Unit exists to support troop/group programming in order to cover related administrative costs and create opportunities for inter-troop/ group activities. Service Units will develop an operating budget based on their SU Guidelines. This budget will reflect anticipated income and expenses for the upcoming Girl Scout year. Keep in mind that your Volunteer Support Specialist is here to help with this process as needed. • All bank statements, check registers, and supporting documentations receipts, invoices, canceled checks, etc.) must be maintained for seven years by the Service Unit Manager or Service Unit Finance Coordinator.
24 | MANAGING THE SERVICE UNIT
Each Serv ice Unit rece ives an ann ual funding check followin g the Fall Opportu nity Sale and Coo kie Prog ra m. Fun ding is bas ed on a percenta ge of girls’ sale s within the unit.
Managing the Accounts The Service Unit Finance Coordinator and/or Service Unit Manager is responsible for coordinating deposits, expenditures, and financial reporting for and to the Service Unit. The Service Unit Finance Coordinator will provide a treasury report at all Service Unit meetings. Since the money belongs to the Service Unit, it is important that the management of funds is transparent for the volunteers as well as the council. Purchasing supplies and distributing monies as per fund requests for the Service Unit is the main responsibility of the Service Unit Finance Coordinator. The SU Guidelines will play an essential part in all SU expenses.
You ’ ll fin d a “Se rvice Un it fun d request form” here::
kansasgirlscouts.org/conten t/ dam/kansasgirlscouts/ documents/Service%20 Unit%20Fund%20Request% 20 Form.pdf
DEBIT CARDS
Whenever possible, purchase supplies, equipment, goods and services with the Service Unit debit card. Each Service Unit is encouraged to obtain a debit card to be used for payments. The card is for official Girl Scout business only. The cardholder is responsible for obtaining purchase receipts, securing the card, and is legally responsible for the transactions posted to the card. Debit card expenditures should be reconciled monthly to ensure that there are no unauthorized expenditures to the account. Inappropriate debit card usage will result in forfeiture of the debit card privilege. Credit cards will not be authorized, since borrowing money is not allowed for Service Unit accounts.
Council Support
For questions on bank accounts, please contact the Customer Care Specialist at your regional office. Customer Care Specialist & extension: ______________________________________________ For questions on the use of Service Unit funds contact the Volunteer Development Specialist or your Volunteer Support Specialist. Volunteer Development Specialist & extension: ______________________________________________ Volunteer Support Specialist(s) & extension(s): __________________________________________________________ Council number: 1-888-686-MINT (6468)
MANAGING THE SERVICE UNIT | 25
Delegating Tips
(You don’t have to go it alone!) As a Service Unit manager or Lead Team member, you can begin supporting your troop volunteers by delegating tasks. Not only is it okay to ask for help, it’s important to delegate work to allow all team members to become comfortable in their positions, to build skills, and to demonstrate their leadership abilities in the Service Unit.
EXAMINE YOUR UNDERSTANDING What does delegating mean to you?
1. Name a time when you should have delegated and did not. What were the results?
Why delegate? • You can’t do it alone • You build a team of experienced volunteers What happens when you do it all alone? • You end up over-extended • People stop volunteering to help • Resentment and ill-feelings build • No new leadership is developed How do you make delegation work? • Maintain regular communication • Be interested in other ideas and viewpoints • Let the volunteer do the job • Be sure the volunteer understands what the job entails Pitfalls to avoid: • Coercing volunteers into jobs they’d rather not do • Letting someone continue in a job when nothing is getting done • Asking the wrong person to do the job or choosing “warm bodies” • Asking the same people over and over again • Trying to answer every question
Rem ember to kee p tea m mem bers eng aged. Support the m by allowin g the m to ans wer que stion s, and sha re the ir expertis e! 26 | MANAGING THE SERVICE UNIT
2. Name a time you successfully delegated. What were the results?
3. If I do all or many of the jobs myself, what message will that send to my team members? Will I burn out?
Conflict Resolution In this section, we will provide some useful conflict resolution tools. Please keep in mind that Girl Scouts of Kansas Heartland staff is here to support and help resolve any conflict that arises.
Defining Conflict
Defining conflict and understanding why it occurs is the first step to preventing it or learning how to handle it. Some typical definitions or types of conflict include: • • • • •
Differences of opinion Disagreements on how to handle issues Complaints about performance or direction Financial disagreements Criticism of behaviors or attitudes
Conflict Management Behaviors
The following behaviors can be useful in helping you effectively deal with conflict:
If the problem is not reso lved, the volu ntee r may form ally discuss the situ atio n with cou ncil staf f to seek a solution.
• Use “I” statements. Let the other party know how you feel when the conflict is occurring, as well as your reaction to the conflict. Also let the other person know which of your rights you feel is being ignored in the conflict. Example: “I don’t like it when you don’t follow through on your assigned tasks. It makes it difficult for me to do my job, if yours isn’t getting done. This behavior is not considerate to me or my time.” • Be assertive, not aggressive. Speak about your feelings and your reactions. Keep the statements focused on how you are behaving, thinking, and feeling rather than on how the other is acting. Try to take the emotions out of it and focus on the issue or behavior that has caused the conflict. • Speak calmly and rationally. In this way, you will be listened to, and you will be able to maintain better control of yourself. Otherwise, the other person may take on a defensive attitude. • Avoid blaming. This will keep the communication flow going. It encourages understanding and empathy. It recognizes that for a conflict to exist there must be at least two parties who are adversely affected by the conflict. • Create an atmosphere of cooperation. In an attempt to create an environment of cooperation after a conflict, all parties involved must feel that they are being listened to and understood, and that their rights are being respected. They must have a desire to work things out, and they must be committed to the process of working through the problems. • Show respect for yourself and others. You will gain more in resolving a conflict by showing respect, than by showing disrespect. If you are on the receiving end of disrespect, remove yourself from the situation as soon as possible. When things have cooled down, resume the discussion in a more respectful manner. MANAGING THE SERVICE UNIT | 27
New Troop Leader Resources Being a brand new troop leader is exciting! At the same time, it can also be a bit overwhelming. It’s important that new leaders have a solid foundational knowledge so they can confidently deliver fun, safe and meaningful Girl Scout experiences to their troop girls. That’s why we have a few resources you can share with new leaders with helpful advice on getting their troop going and leading with gusto!
The Community Coordinator
The Community Coordinator’s role is rewarding, fun, and important! The Community Coordinator welcomes new leaders and introduces them to resources and support including the Service Unit Lead Team, Service Unit meetings, troop support, and online trainings and resources.
Introduction to Troop Management
Introduction to Troop Management provides a comprehensive overview of “need to know” topics in an enjoyable, interactive and flexible format. The training can be easily customized to accommodate large group, small group and even one on one sessions. We even have video and webinar trainings available. Contact your Volunteer Support Specialist for additional assistance.
We
n e w lea d e rs!
Introduction To Troop Management Guide
This guide was designed with new leaders in mind. The guide is provided to aid in their learning and includes everything they need to know about what makes Girl Scouts GREAT! You’ll find information on adult learning opportunities, how to form a troop committee, where to find helpful resources, how to keep your troop safe, ways to manage your troop finances and there’s even a New Leader Checklist.
Volunteer Toolkit
The Volunteer Toolkit (VTK) is a digital resource developed by GSUSA specifically for troop leaders where they can view their troop roster, plan meetings, access program resources, send meeting reminders, and more. While this tool will be available to all leaders, new leaders may find it especially helpful in planning out their year. Think of it as the “administrative assistant” to the troop leader! Leaders can access the VTK by logging into the Member Community and selecting Volunteer Toolkit under the MY GS tab on our council website. Sha re it with all of you r “Li ke” ou r GS KH
LeadHer Newsletter
The LeadHer newsletter is an e-document that is sent to volunteer email inboxes the first week of each month. It contains current and upcoming news from GSKH; program updates, dates and deadlines; as well as troop and volunteer highlights.
28 | SUPPORTING VOLUNTEERS
Learn ing Ch an ne l on Facebook for en ha ncem ent tra ini ng s, ideas an d mo re.
troop lead ers – it will be a valu able resource for both new and seas oned troop volu ntee rs!
Council Resources for all volunteers
Kansas Heartland’s website (kansasgirlscouts.org) is your portal to lots of resources for girls and adults. This is a great place to find the council’s calendar of events, activities for girls by grade level, training opportunities for adults, and more! Our website is a treasure trove full of information and we also have other resources that you’ll find helpful.
Electronic Resources • • • • • • •
Kansasgirlscouts.org – Instagram, Facebook, Twitter, Flickr, Linked In, Snapchat, YouTube, Event calendar Volunteer Toolkit Girlscouts.org LeadHer Blazing Trails Webinars Learning Channel and local SU Facebook groups
Documents & Forms • • • • • •
Intro to Troop Management Learning Guide Leader’s Guide to Success Volunteer Essentials and Appendices Safety Activity Checkpoints Travel Checklist and Application Forms on website
Program & Curriculum • • • • •
Girl’s Guide to Girl Scouting Journeys GSUSA and GSKH Events & trips SPARK Magazine Activity Guides
People Helping People • • • •
GSKH staff Service Unit Lead Team Troop Support Volunteers Trainings – IGNITE, product sales, webinars, videos, Facebook GSKH Learning Channel, Girl Scout University, Outdoor Leadership 101/201, First Aid/CPR, Archery and much more.
SUPPORTING VOLUNTEERS | 29
Volunteer Appreciation We wouldn’t (and couldn’t) be able to serve the 11,700 members at Kansas Heartland without the support, dedication, and commitment of our Girl Scout volunteers. If you know of any volunteers who go above and beyond their role description, please nominate them for an adult award, or informally recognize them through a small token of appreciation or shout out – they’ll appreciate the recognition!
Adult Awards and Pins
Adult awards (including pins) are awarded to recognize exemplary, measurable service of adult Girl Scouts who go “above and beyond” the expectations of their volunteer position. Volunteers as well as girl members and their families may nominate someone for an award. Learn more about adult awards at kansasgirlscouts.org by searching “Volunteer Recognition”.
Informal Volunteer Recognition
Thanking and celebrating your fellow Service Unit Lead Team volunteers and troop leaders doesn’t need to be timeconsuming or expensive. Most people love a simple and heartfelt thank you note with a personalized message. Other ideas include: • Giving a small or homemade gift • Bringing cupcakes to a leader meeting • Sharing positive feedback • Promoting them to new roles • Celebrate wins together Check out other ideas for formal/informal volunteer recognition and appreciation online or on Pinterest.
30 | SUPPORTING VOLUNTEERS
To celeb rat e Y OU as a Girl Scout vol untee r, we wa nt you to joi n us ea ch spring for ou r Vo luntee r Appre ciatio n Brea kfa st. This celeb rat ion is a fun an d up lift ing wa y for us to recogn ize all that Y OU do! Watch ou r cou ncil we bs ite, the SU Scoop an d Facebook SU group s for details.
Notes
Put any questions or any extra facts worth remembering here.
NOTES | 31
Glossary
Annual Meeting The yearly gathering of Kansas Heartland’s governing body, including delegates selected from Service Units, delegates-at-large appointed by the council’s Board of Directors, and members of the Board Development Committee. Badges Girls earn badges in a variety of skill areas to help them grow into well-rounded adults. Badges are official awards worn on the front of the sash or vest. Bridging When a Girl Scout graduates from one program grade-level to another (Daisy to Brownie, Brownie to Junior, Junior to Cadette, etc.). Court of Awards A ceremony to present badges and earned recognitions at any grade level typically held at the end of the school year. Cookie Program The largest girl-led business in the country and generates immeasurable benefits for girls, their councils, and communities nationwide. At Kansas Heartland, cookies are available for girls to sell in February and March. Cookie Kickoff An optional activity that can be planned by the Service Unit team, a troop in the Service Unit, or even older girls to build excitement around the upcoming cookie sale. They can be held any time on or before the first day of the Cookie Sale. Fall Opportunity Sale Every year, registered Girl Scouts take orders from friends and family for delicious nuts, chocolates, magazines and other fun items as part of the Fall Opportunity Sale Program (FOS). By participating in this program, troops get a head start on funding their activities that help power new, unique and amazing experiences for the troop. Festival of Giving Festival of Giving is a community service event that began in Wichita in the 1950s. Today, Girl Scouts give their time and donations to numerous social service organizations across the state of Kansas. G.I.R.L. Girl Scouts help girls find their inner G.I.R.L. (Go-getter, Innovator, Risktaker, Leader)™. G.I.R.L.s have an imagination that knows no limits, seeks new adventure, takes actions dear to her heart, works hard to bring positive change, speaks up for herself and others, builds team spirit, and so much more! Girl Scouts’ Birthday March 12, 1912 marks the day when Juliette Gordon Low first registered the organization’s 18 Girl Scouts in Savannah, GA. Girl Scout Leadership The Girl Scout program. The GSLE includes Three Keys to Leadership: girls Experience (GSLE) Discover themselves and others; Connect with others; and Take Action to make the world a better place. Activities are girl-led, which gives girls the opportunity to learn by doing in a cooperative learning environment.
32 | GLOSSARY
Girl-led An idea that girls of every grade level take an active role in determining what, where, when, why and how they’ll structure activities. Adults provide guidance, ensuring that planning, organization, and set-up are ageappropriate. Evaluation of all activities is done jointly with girls and is integral to a high-quality Girl Scout experience. Girl Scout Leadership Experience When girls participate in Girl Scouts, they benefit in five important ways: Outcomes (GSLE Outcomes) Strong sense of self, positive values, challenge seeking, healthy relationships, and community problem solving. Girl Scouts of the U.S.A. (GSUSA) National organization of Girl Scouts headquartered in New York, NY. Membership dues are paid to GSUSA. Their website is www.girlscouts.org. Girl Scout Member Any girl, volunteer, parent, that is registered for the current Girl Scout year is considered a member. Girl Scouts of Kansas Heartland We are one of 112 Girl Scout councils that make up the national Girl Scout (GSKH) Movement. Girl Scout Week Annual celebration during the week of March 12 (the Girl Scout Birthday) to celebrate the beginning of Girl Scouts in the USA. Highest Awards The highest awards that a Junior (Bronze), Cadette (Silver), and Senior/ (Bronze, Silver, Amabassador (Gold) can earn by completing a Take Action project with their and Gold) community. Journeys The key program component to the Girl Scout Leadership Experience. Journeys teach today’s Girl Scouts what it takes to be a leader. There are Journey series books and online Journeys for each program level where girls will learn the three keys to leadership: Discover, Connect, and Take Action. Also known as Journey Awards. Juliettes Juliette Girl Scouts are registered girl members, in grades K-12, who are not affiliated with a troop and complete Girl Scouts activities with the guidance of an adult mentor. Juliette Gordon Low Born on October 31, 1860, Juliette was a compassionate, curious, and independent woman and was interested in nature, art, animals, and athletics. In 1912, she founded the Girl Scout organization. Member Community Where troop leaders and members login online to renew their Girl Scout membership.
GLOSSARY | 33
Patches/Fun Patch Unofficial recognitions for participation in a troop/group or council-wide event that are worn on the back of the sash or vest. Program Grade Level Girl Scouting is divided into six different program grade levels: Daisy (K–1), (PGL) Brownie (2–3), Junior (4–5), Cadette (6–8), Senior (9–10), and Ambassador (11–12). Safety Activity Safety documents that complement Volunteer Essentials: Safety-Wise, Checkpoints which outline policies and guidelines for specific Girl Scouting activities. Examples include swimming, hiking, horseback riding, hayrides, and theme parks. Service Unit Lead Team The dedicated volunteers who conduct the business of the Service Unit and support the Troop Leaders and other volunteers with in the SU. This includes the Service Unit Manager, Finance Coordinator, and Communications Coordinator as well as other key members of the Service Unit. The Girl’s Guide to Girl Scouting A guidebook for each program grade level full of information about being a Girl Scout and how to earn legacy badges. Troops Groups of Girl Scouts who are led by a troop leader and meet together to participate in Girl Scout activities like earning badges, going on field trips, and exploring the outdoors. Troop Leader A Girl Scout volunteer and leader of a troop who helps deliver the Girl Scout Leadership Experience to all Girl Scouts. Volunteer Development A council staff member who provides support to the Service Unit Lead team Specialist and oversees the volunteer training and developments programs of the council. Volunteer Support Specialist A council staff member who provides volunteer support in a specific region with Girl Scouts of Kansas Heartland Council.. W.A.G.G.G.S. Worldwide organization of Girl Guides and Girl Scouts with over 146 member (World Association of countries to which GSUSA belongs. WAGGGS headquarters is in London, Girl Guides and Girl Scouts) England. World Thinking Day Celebrated since 1926, World Thinking Day (Feb. 22) is a day of international friendship, speaking out on the issues that affect girls and young women, and fundraising for 10 million Girl Guides and Girl Scouts around the world. Girls traditionally learn about the cultures and traditions of WAGGGS member countries.
34 | GLOSSARY
kansasgirlscouts.org | 1-888-686-MINT (6468)